Identifying patient perceived values during outpatient encounters: an empirical study from Chinese public hospitals

Abstract

Background Focusing on patients’ perceived values is essential for patient-centered health care. Only by identifying the patient’s preferred values can we better meet their needs and provide them with valuable medical services. This study aimed to construct and validate a research model to obtain an overall quantification of patient value during outpatient encounters. Methods The development of the research model was based on the reviewed literature, and an initial theoretical framework was formed by an expert panel discussion. A scale questionnaire for all the items was adapted from previous research related to patient value, verified using a presurvey, and thus used for data collection for this study. The structural equation model was used to determine and evaluate the research model of the values patients perceived during outpatient encounters. Results 572 eligible respondents who completed outpatient visits from a typical public hospital in China participated in this study from November 2020 to February 2021. We constructed the patient perceived value (PPV) model to identify core values, which includes eight dimensions and 29 items in terms of functional value (installation, efficiency, price, service quality), emotional value (interactive, control), and social value (accessibility, image) from two subgroups of patient value outside and in the outpatient visit process. Cronbach’s alpha for the whole model was 0.950. The confirmatory factor analysis showed that the PPV model fits well, with a correlation of 0.83 between the two subgroups. Conclusion It is essential to recognize the values based on patients’ perceptions and experiences throughout the entire visit process. Our findings offer targeted insights for healthcare administrators, enabling them to holistically optimize outpatient service processes and continually enhance the quality of outpatient medical services from the patient’s perspective.

Service quality attributes on customers’ perceived value and behavioral intention of district health centres: a moderating effect of health-care subsidy

“…Differences in perceptions between health-care subsidy and non-subsidy customers are noted. Health-care subsidies play an important factor in assessing the goal of voucher schemes (health-care prevention and chronic disease management), service quality and effectiveness of DHCs (Chen, 2023; Johnson et al , 2012; Liu et al , 2023; Yam et al , 2019). Furthermore, core services have a negative impact on customer satisfaction.…”

“…Subsidy is important because it increases the use of outpatient care in terms of the number of patients, visitation and monthly spending (Kang et al , 2022). Liu et al (2023) showed that the price of medical services affects patient perceptions. Chen and Miraldo (2022) found a decrease in transparency of hospitality quality on the price of health-care procedures.…”

“…availability of health-care service). Liu et al (2023) applied eight factors to measure perceived value: functional (i.e. installation, efficiency, price and service quality), emotional (i.e.…”

“…Regarding perceived value, Liu et al (2023) showed that the price of medical services affects patient perceptions. Subsidies enhance quality of care for children (Johnson et al, 2012).…”